Totalt kaos hos CD-WOW

For en måneds tid siden skrev jeg om Kaos hos CD-WOW, og i mellemtiden er det ikke blevet bedre.

Denne gang drejer det sig om Mors fødselsdagsgave, en cd med Paul Potts, hvis stemme hun er så glad for. Den kunne fås til lige knap ½ pris hos CD-WOW i forhold til forretningsprisen i Danmark, så jeg bestemte mig den 25. august (to dage før fødselsdagen) at bestille cd’en, vel vidende, at den ikke ville dukke op før mindst en uges tid efter. Men det blev meget værre.

Den 28. august modtager jeg en mail om, at man desværre ikke lige har varen på lager og afventer leverandøren, men at man forventer at sende sende cd’en den 3. september. Den 12. september sender jeg en mail til kundeservice og spørger, hvad der sker. Svaret kommer fire timer senere og indeholder udover de sædvanlige søforklaringer og undskyldninger følgende besked:

Unfortunately, we have experienced a further delay in receiving this product from our suppliers and we are currently expecting it to be dispatched on the following date: 17th of September

If you wish to cancel the order and receive a full refund due to the delay please do not hesitate to get back to me.

Med andre ord, endnu mindst en uges ventetid på fødselsdagsgaven, hvilket jeg ikke vil byde Mor. Derfor svarer jeg med det samme CD-WOW, at jeg ønsker at annullere ordren og få mine penge tilbage:

Please cancel my order. I’ve ordered the product from somewhere else.

Samtidig bestiller jeg cd’en til ca. dobbelt pris hos www.cd-skiven.dk, og pladen er som forventet herfra fremme næste dag. Senere på dagen får jeg endnu en mail fra CD-WOW om at min cd bliver forsinket til 17. september.

Herved skulle man tro, at sagen var slut, men jeg hører intet fra CD-WOW før i dag, en uge senere, hvor jeg får en mail om, at nu er cd’en afsendt. Jeg bliver megasur og skriver med det samme en mail med besked om, at de har lavet en fejl og vedhæfter mailen, hvor jeg har bedt om at få slettet ordren.

I asked seven days ago (see attached mail) to have my order cancelled and refunded because I could wait any longer for this product and had bought it from somewhere else, and now you send it to me anyway. It has already been delivered to me by the other store, so I have no use for a second cd.

Jeg regner med, at de indser, at de har lavet en fejl og giver mig pengene tilbage. Men jeg tager fejl, for 4 timer efter kommer svaret:

Unfortunately I am no longer able to cancel your order as it has already
been shipped.

As soon as it is received back in the office I will immediately process a full refund back to your card.

Det pisser mig fuldstændig af, jeg hidser mig op ude på min arbejdsplads og skriver med det samme en mail, hvor jeg skruer bissen på:

This is completely ridiculous. YOU had one week to cancel that order after I asked you to (and told you that I ordered the product from another retailer), but YOU didn’t cancel it, and YOU didn’t respond to my request. Now I complain and YOU are able to respond to me immediately within four hours. YOU were the ones not able to ship the item on time, and YOU decided to send it although I cancelled the order it a week ago. Obviously YOU made the error and I shouldn’t be held responsible for it. Therefore, I expect you to refund the order immediately and let it be up to my mother’s conscience whether or not to return the item to you. After all, it was her birthday gift, when she had her birthday 3½ weeks ago.

Your current level of service is too bad, and the important note about new ownership and “back to normal” doesn’t change the situation from my point of view at all. I have bought many items (>100) from you over the last years, but the last four items I have ordered from you either couldn’t be delivered or was delivered between two and four weeks too late – I even received a wrong item in one case. This is simply not acceptable, and it will have consequences for me when I buy things in the future, although you’re cheap, it’s simply not worth the time.

Så skal jeg satame love for at de får fingeren ud af gaskammeret og laver en kovending, for fire timer efter (det er åbenbart deres svartid, når de gider svare) modtager jeg den sidste mail med beskeden:

I do understand your disappointment regards to this matter.

However, you can be rest assured that I have now processed a full refund
back to your card.

Så skulle det vist være i orden. Med meget møje og besvær får jeg mine penge tilbage uden at skulle returnere produktet, som de har sendt ved en fejl.

Hvis nogen undrer sig over, hvad det er, jeg refererer til, når jeg omtaler “new ownership” og “back to nromal” i min mail, så handler det om, at forsiden på www.cd-wow.com i øjeblikket indeholder beskeden:

Important Announcement

We are absolutely delighted to announce a new beginning for CD WOW! CD WOW! is now under new ownership and this means that everything is now back to normal and even better than before. We have oodles of fantastic promotions and giveaways planned for you over the coming weeks. Sign up and make sure you don’t miss out!

Jeg ved ikke, om de skal have en chance til, det kommer helt an på, hvad det er for nogen tiltag, der kommer fra dem. Én ting er i hvert fald helt sikker, hvis jeg vælger at give dem en chance til på et tidspunkt, og de fucker det op, så er jeg færdig med at handle hos dem.